Skip to main content
Common issues that don’t fall into a specific feature category. For topic-specific troubleshooting, see the links at the bottom of this page.

​
403 forbidden error

Symptom: A “403 Forbidden” error appears when trying to access Visualcare. Cause: Visualcare blocks access from international IP addresses for security reasons. This error appears when you’re accessing the system from overseas or through an international internet connection. Fix:
  1. Connect to a VPN using an Australian server
  2. Once connected, try accessing Visualcare again
The 403 error clears once your connection routes through an Australian IP address.

​
Dashboard notes tile displays “Err”

Symptom: The Notes tile on the Visualcare dashboard shows “Err” instead of content. Cause: This is typically caused by a certificate issue on the Visualcare backend. Fix: Contact the Visualcare helpdesk. This issue needs to be resolved by the engineering team and can’t be fixed from your end.

​
”You cannot access the form” error

Symptom: A worker sees “You cannot access the form” when trying to open a form in the Vworker app. Cause: The form template is not set to be visible to workers. Fix:
  1. Go to Maintenance → Templates
  2. Find the form that isn’t appearing and click Edit
  3. Tick the Visible to Worker checkbox
  4. Click Save
The form becomes available in the Vworker app after saving.

​
”Data issue” error in Vworker

Symptom: A worker sees a “data error” message in the Vworker app. Cause: This is typically caused by an outdated version of the app. Fix:
  1. Delete the Vworker app from the worker’s device
  2. Reinstall the latest version from the app store (Apple App Store or Google Play)
If the error continues after reinstalling, contact the Visualcare helpdesk.

​
”Incorrect details” error in vOnboard

Symptom: A worker sees an “incorrect details” error when trying to log into vOnboard. Cause: The worker’s profile is not web-enabled in Visualcare. Fix:
  1. Open the worker’s profile in Visualcare
  2. Tick the Web Enabled checkbox on their profile
  3. Click Save
If the error continues after enabling web access, reset the worker’s password.

​
”Error: undefined” when saving a note

Symptom: An “Error: undefined” message appears when saving a note. Cause: The note contains special characters or formatting the system rejects. This is a known system limitation. Fix:
  1. Remove special characters such as @, #, %, &, brackets, and accented letters (for example é, ñ, ü)
  2. Remove the word “system” immediately followed by an open bracket - the combination system( triggers the error
  3. Remove a percentage sign immediately followed by another character without a space (for example %abc)
  4. If the note is very long, shorten it - notes have a character limit
  5. Keep the note in plain text where possible: letters, numbers, and simple punctuation
  6. Save the note again

​
Unable to view a note

Symptom: A note you expect to see is not visible in the notes table. Cause: Either filters are hiding the note, or the note belongs to a note category your user group does not have permission to view. Fix:
  1. Click Reset Filter in the top right of the notes table - filters or sorting are often hiding the note
  2. If the note is still not visible, an administrator checks the category permissions:
    1. Go to Maintenance → Categories → Note Categories
    2. Select the relevant note category
    3. Tick the appropriate user group under User Group Permission
    4. Click Save

​
Unable to see other users’ tasks

Symptom: A user sees only their own tasks, or no tasks at all, in the task table. Cause: Table filters, a user group security setting, or User Access Control restrictions. Fix:
  1. Click Reset Filter in the top right of the task table
  2. If tasks are still missing, an administrator checks the user group setting:
    1. Go to User Group Security and select the user group
    2. Click Operations to expand the section
    3. Set Tasks visible only to assigned user or user listed as collaborator to No
    4. Click Save
  3. If the setting is already off, User Access Control is likely limiting visibility based on client permissions. Check whether the user can view the client profile associated with the task - if not, an administrator reviews the User Access Control settings for the user group

​
Document upload fails

Symptom: An “Upload failed” error appears when uploading a document. Cause: The file is too large, stored in a cloud location, or has a restricted filename. Fix:
  1. Check the file size - uploads have an 8MB maximum. Compress or split larger files
  2. If the file is stored in a cloud location such as OneDrive or Google Drive, download it and store it locally before uploading
  3. Check the filename - a filename containing the text system( fails validation. Rename the file and try again

​
Workers or clients list not loading

Symptom: The workers or clients list does not load properly. Fix:
  1. On the list view, change the Scrolling Mode from Scrolling to Paging
  2. If the list still fails to load, clear your browser cache:
    1. Open your browser settings (usually the three-dot menu in the top-right corner)
    2. Go to Privacy and Security → Clear browsing data
    3. Select Cached images and files and Cookies and other site data
    4. Choose the All time range
    5. Click Clear data, restart the browser, and try again

​
Unable to delete a client profile

Symptom: A client profile cannot be deleted. Cause: An active roster is still associated with the client. Profiles with an active roster are protected from deletion. Fix:
  1. Open the Client Profile and go to the Roster tab
  2. Double-click the active roster
  3. Click Delete Roster, tick Delete this roster? in the confirmation popup, then click Delete
  4. Return to the Client Profile screen
  5. Tick Delete this profile and click Save
If you are offboarding a client rather than removing a profile created in error, see Offboarding a client - closing or transferring agreements is usually the right approach rather than deletion.

Rostering issues

Troubleshoot shift and roster problems

Timesheet issues

Troubleshoot timesheet confirmation and approval problems

Integration issues

Troubleshoot Xero, KeyPay, and other integration errors

Xero export errors

Common Xero export errors and how to fix them